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Conflict happens when…
• When two or more parties, with perceived
incompatible goals, seek to undermine each
other's goal-seeking capability"
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Two or more parties wanting a limited
resource
No gross differences in power
Interdependency
of the parties -
they need each
other
A perceived
legitimacy to that
resource by the
parties
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Benefits of Conflict
• Promotes Growth
• Promotes Creativity
• Development of Interpersonal skills
• Promotes Mutual Understanding
• Social Change and progress
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You Win
You Lose
I win
(+2)
Positive Sum
I Lose
(0)
Zero Sum
(0)
Zero Sum
(-2)
Negative Sum
(0)
Zero Sum
(0)
Zero Sum
Four Outcomes of Conflict
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Types of Conflict- Interpersonal
• Interpersonal-Chauvinism Vs Feminism
• Dispositional Clashes – Dominant Vs Mild
• Cultural clashes – Arabs Vs Jews
• Religious – Hindu Vs Muslim
• Age clashes – Young Vs Old
• Value Clashes – Conservative Vs Liberal
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Types of Conflict- Organisational
• Unions Vs Management
• Intra and Inter Company rivalry
• Executive competition - Promotions
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Domination – P3, I-1
Advantages
You do not
have to
negotiate if
there is no
need
Disadvantage
What goes
around, will
come around
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Capitulation – P1, I-1
Advantages
If you don’t
need what the
other party
needs
Disadvantages
Encourages
the other party
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Formula for Conflict management
• Affirmative statement -You agree with the person
• Softening statement -You show that you understand
their position
• Flag -You indicate that you have something to say
• Give reasons for your position -You help them
understand your position
• Negative statement -You say ‘no’
• Offer a compromise - if appropriate You offer an
alternative where you can
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• The employee’s request: ‘Can I have next Thursday morning off to have
my dental check-up?’
The manager’s response:
• Affirmative ‘Yes.’
• Softening ‘It is very important to look after your teeth and regular
• check-ups are essential.’
• Flag ‘But I have to tell you...’
• Reason for refusal ‘...that this week as you know is month-end
and we must get all the reporting done by Friday.’
• The refusal ‘So I need you on Thursday.’
• Compromise ‘See if you can change the appointment to n
• ext week.’